Article internal email in slave tickets

[drodralv]

Hello,

We realized that when a notificacion for escalating the master ticket to another queue is sent in the master ticket (and the email is received by queue´s owner group email), the quoted printable notification is posted as similar article in the slave tickets, however, the email is not sent to the customer of the slave ticket sorry it seems is not sent because posmaster errors... (the slave customers email is in the "To")

MasterEscalatingEmail.PNG

SlaveArticleEscalatingToSlaveCustomer.PNG

I have 5.0.28 OTRS version, i noticed some "bugs" when posting something in the master tickets, sometimes is creating a new article in the slave ticket but is the same as the previous article, not a new one, i don´t know if that is a bug and where i could find that reported bugs in OTRS.

MasterInternalExternalnotes.PNG

[drodralv]

SlaveInternalExternalnotes.PNG

I had to divided in 2 posts.

So from our point of view, we dont want that article for internal emails from master ticket in the slave tickets, also is creating confusion if the email is really sent to the customer of the slave ticket because that is only an internal email to notify the agents of the queue where the master is escalated to, no for the customer of slave ticket to know.

Any help about that? How would be the normal behavour of this master slave articles? Any doc where to check? Sysconfig somewhere?

Thank you